Help Desk Representative

Join to apply for the Help Desk Representative role at NCR Atleos Continue with Google Continue with Google 4 days ago Be among the first 25 applicants Join to apply for the Help Desk Representative role at NCR Atleos Get AI-powered advice on this job and more exclusive features. Sign in to access AI-powered advices Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google About NCR AtleosNCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. About NCR AtleosNCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.TITLE: Help Desk Representative (II)GRADE: 7Position Summary & Key Areas Of ResponsibilityPosition requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services 7x24 monitoring of customer’s ATM/ABM network across Canada, which includes six different time zones Accountable for continuously receiving and handling high volumes of customer calls Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults Determine alert priority based on documented processes and guidelines Use tools to remotely access customer equipment to diagnose and resolve customer problems Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information Escalate customer problems both internally and externally, as required and according to defined escalation paths Acquire and maintain current knowledge of relevant product offerings and support policies Participate in special projects as assigned to continuously improve processes, tools, systems and organization Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress Contribute as a team member; participate in objective setting, performance management, reward and recognition programs Requires rotation in work hours involving weekends and holidays Basic QualificationsBachelor’s degree Bilingual (English/French) The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken) Knowledge of Automated Banking Machines (ATM/ABM) Keyboard proficiency and understanding of Windows-based applications/tools Preferred QualificationsPrevious experience in a Customer Support and/or Helpdesk environment 1+ years of related experience Self-driven and results oriented; Ability to work under pressure within flexible working hours Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication Offers of employment are conditional upon passage of screening criteria applicable to the job.EEO StatementNCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.Statement to Third Party AgenciesTo ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes. Seniority level Seniority level Entry level Employment type Employment type Full-time Job function Job function Information Technology Industries Banking Referrals increase your chances of interviewing at NCR Atleos by 2x Sign in to set job alerts for “Help Desk Representative” roles. Continue with Google Continue with Google Continue with Google Continue with Google Autonomous City of Buenos Aires, Buenos Aires Province, Argentina 3 weeks ago Autonomous City of Buenos Aires, Buenos Aires Province, Argentina 1 week ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr